Your customer service and billing agents can ask how to do a task in Oracle CC&B and see each step on their own screen. The steps follow your own procedures and set-up, not a generic manual.
Book a 10-minute demoAfter the demo, we’ll set up your department free of charge. A small trial confirms it’s accurate, then a larger trial measures the drop in support queries.
We check every step works before your staff see it.
Outcomer isn’t a library of ready-made Oracle CC&B guides. We build your guides from your own procedures, on your own Oracle CC&B set-up, and test each one before your staff use it.
Your customer service and billing agents get the answer on screen, in Oracle CC&B and the systems around it, instead of interrupting a colleague or raising a ticket.
Training covers the basics, but questions come up mid-task. Outcomer answers them while your customer service and billing agents work in Oracle CC&B, using your own procedures.
General answers for the standard product. Your own set-up may differ, and that’s what Outcomer follows.
Find the customer in Control Central and click Start Service. Enter the start date, choose Start a Premise as the start method and search for the premise address. Click Start to review the service agreements, untick any the customer doesn't want, then close the page. Choose the right CIS division and SA type, because you can't change them once the agreement is active.
Find the customer in Control Central and click Stop Service. Enter the stop date, choose Stop a Premise, select the premise and click Stop. Each service agreement becomes pending stop. To undo a stop, tick the Cancel column for that agreement and save.
Read the error message and fix the cause first. Then regenerate the segment, either for many segments at once from the bill's segment list or for one segment from Bill Segment - Main. If batch billing created the segment, it will retry overnight once the cause is fixed, so you may not need to regenerate it yourself.
Correct the cause first, for example the rate, the meter read or the meter linked to the service point. Then cancel and rebill: from the bill's segment list for many segments, or with Rebill on a single segment, which you then freeze. On a completed bill, the correction shows on the customer's next bill unless you reopen and recomplete it.
Add and freeze the adjustment first. Then go to Bill - Main, click Reopen and then Complete. When the bill is recompleted, it picks up the new adjustment. Payments work the same way.
You can only reopen an account's most recent bill. Recompleting a bill changes its ending balance, and the system won't let that happen to historical bills.
Open the bill on Bill - Main and go to the Bill Routings tab. Add a new row with the name and address the copy should go to, then save. You can only add routings to a bill that is complete. If it hasn't printed yet, you can change the original routing instead.
You can't delete a completed bill, but you can zero it. Cancel its bill segments and any wrong payments or adjustments. Then reopen the bill, turn on Do Not Print for each routing and recomplete it. The same rule applies: only the most recent bill can be reopened.
With a payment arrangement, the customer pays off the debt as part of their future bills. With a pay plan, the customer makes specifically scheduled payments. Your collections policy decides which to offer.
The arrangement moves the overdue debt onto a new payment arrangement service agreement and sets the instalment. Once a bill's debt has moved, it is no longer overdue, and any overdue process on it is cancelled along with related disconnection processes.
Display Bill relies on software your utility has to configure, such as a bill image from your print supplier. If you see this message, the set-up isn't in place, so raise it with your technical team. PDF bills also need Adobe Acrobat Reader on your computer.
If your customer service and billing agents ask questions like these every week, Outcomer answers them on their own screen, using your own Oracle CC&B set-up and procedures.
See which Oracle CC&B tasks staff ask about most, which procedure answered each question, and whether it was finished or passed to your support desk. Your IT team can export it at any time.
Outcomer never reads, uses or keeps the data in your systems. It finds each box and button by its label, never what’s typed in it, takes no screenshots, and works from your procedures, not your records.